Support Assistant

  • Tier: Premium, Ultimate
  • Offering: GitLab.com, GitLab Self-Managed, GitLab Dedicated
  • Status: Beta

The Support Assistant is a specialized agent that helps you:

  • Diagnose a GitLab product problem when you are not sure where to start.
  • Find the troubleshooting documentation for a specific feature area.
  • Check whether the problem is a known issue.
  • Prepare a support ticket with the relevant diagnostic information when you need to escalate to a human.

The Support Assistant helps diagnose GitLab problems. For other issues, the Support Assistant tries to point you to the correct team.

For more information on the Support Assistant, see the agent configuration YAML file.

Use the Support Assistant

Prerequisites:

To use the Support Assistant:

  1. In the top bar, select Search or go to and find your project.

  2. In the GitLab Duo sidebar, select Add new chat ( pencil-square ).

  3. From the dropdown list, select Support Assistant.

    A Chat conversation opens in the GitLab Duo sidebar on the right side of your screen.

  4. Describe your GitLab problem in your own words, then answer the follow-up questions as the agent diagnoses the cause. To get the best results from your request:

    • Lead with the symptom and the impact. For example, “Builds have been failing since this morning and are blocking all merges” gives more to work with than “CI is broken”.
    • Include the exact error message (with any secrets redacted) and the error code, if there is one.
    • Say what you have already tried, so the agent does not suggest the same thing again.
    • Mention your environment early: GitLab.com SaaS, GitLab Self-Managed (and the install type, such as Linux package or Helm chart), or GitLab Dedicated, plus the version.
    • Flag urgency. If it is a production outage, say so, and the agent moves straight to preparing an urgent ticket.
    • Keep to one problem per conversation, so the diagnosis stays focused.

Example prompts

  • “My pipeline keeps failing intermittently with no clear error. Where do I start?”
  • “Dependency scanning isn’t reporting any vulnerabilities for my project.”
  • “I’m getting 403 errors when calling the API with a personal access token.”
  • “Our Geo secondary is way behind the primary. Is this a known issue?”
  • “I need to open a support ticket for slow Gitaly performance. What should I include?”
  • “Which diagnostic archive should I collect for a Helm-based GitLab Self-Managed install?”